Customer Service Management System

Jamie Lewallen

Clarkesville, GA ***** *************@*******.*** +1-706-***-****

Work Experience

System Operator- Dispatcher

Habersham Electric Membership Corporation-Clarkesville, GA

December 2018 to August 2025

•Managed and monitored the NISC Outage Management System, NISC MapViewer, SCADA System, Command Center-Meter Reporting, Porsche System to remain alert and attentive to current outages and system problems.

•Documented system outages to provide detailed information as to cause of outage, equipment involved, members affected, etc.

•Dispatched crews to field locations to restore outage or address concerns occurring on the electric or fiber optic system.

•Provided reports on outages and system errors.

•During storms or major outages, assisted with restoration efforts by scheduling work and providing information to those restoring system and or communication with the public/ members.

•Assisted crews with locations, directions, any known source of the outage and update crews in the field of any changes regarding outages.

•Served as the point of contact for Emergency Services and handled requests according to needs.

•Assisted with maintenance of system reliability by issuing switching orders and updating one-line diagrams.

•Received, reviewed, and processed all service orders for the department before going automatic, to ensure reliable customer service.

•Received and prioritized connect/disconnects that needed to process same day.

•Handled cutoff for non-payment and forwarded to metering department if needed.

•Logged notes on service orders from crews in field.

•Recorded Estimated Time of Restoration as called in for each outage by crew.

•Reviewed, updated, and corrected outage records all while accurately closing outages in OMS before going automated.

•Reported and provided information to other departments as needed.

•Generated work orders for member service, construction crew and engineering as needed.

•Monitored system load to enable load management, GSOC.

•Recorded data associated with load management.

•Troubleshot reported issues and referred appropriate personnel for assistance.

•Assisted construction with scheduling of crews.

•Ordered office supplies for dispatch and construction department.

•Trained new dispatches.

•Created all documentation for dispatch and step by step directions for 5 years.

•Created and reported all manger reports for other departments for 5 years.

•Updated standby calendar. This includes all lineman on a call-in-come-in spreadsheet.

Customer Resource Manager

Habersham Electric Membership Corporation-Clarkesville, GA

June 2011 to December 2018

•Assisted all phone and office walk in members

•Posted payments to accounts, set up/ disconnects/ transfer/ upgrade services

•Trouble shot issues, explained billing details

•Handled payment arrangements

•Managed office petty cash

•Managed new member bags, gifts for both Clarkesville and Cleveland offices

•Online chat with members/ virtual assistant

•Trained new representatives

•Entered all Trailwave Fiber Internet contracts in system for Cleveland office

•Processed daily bank and credit card drafts

•In charge of Walter Harrison Scholarship applications for three years (this dealt with all high schools in HEMC service area)

•Call, email, mail letters to all members with declined draft payments

•Handled Marketing Budget for marketing manager- one year

Reports I processed for the Board of Directors:

•Degree Days for each month and yearly reports

•Kiosk report of payments for Demorest and Cleveland locations for monthly and yearly reports

•Energy Conservation and New Load Statistic for each month and year

As responsibilities needed:

•Cashier

•Online requests for new service and disconnects

•Internet Deposits

•Open Cleveland location, process night drop payments

•Close Cleveland and Clarkesville location, balance and process daily bank deposit

Lead Information System/ Technical Support

Black Book-Gainesville, GA

April 2008 to June 2011

•Assisted all phone customers with setting up demos.

•Uninstalling/ reinstallation of products.

•Trouble shot and resolved issues with products both for online PC, handheld PDA and smartphone devices.

•I wrote new user documentation for products with step-by-step detailed directions.

•Reset accounts and set up new user login information, also deactivation when not paid.

Independent Franchise Store Manager

AT&T-Get Wireless Now-Cleveland, GA 2006 to 2008

•Set monthly schedule for employees

•Hosted weekly meetings with all sales representatives on new devices, features and sales goals

•Promoted sales and new promotions

•Placed all equipment orders and handled all inventory

•Hosted monthly coaching sessions for sales staff on verge of termination

•Trained new representatives

•Approved daily balance of all cash drawers and bank deposit

Customer Service Representative

Alltel/Windstream-Cornelia, GA

2000 to 2004

•Processed night drop payments

•Posted payments to accounts (phone and cable television)

•Connected new service for telephone and cable television

•Handled all inventory and stock for Cornelia and Commerce when needed

•Traveled to Commerce and Dawsonville locations to fill in as needed

•Verified and balanced cash drawer and store bank deposit daily

Education

Associate of Science in Human Resource Administration (College)

Ashworth College-Norcross, GA

2020 to 2021

Associate of Science in Business (College)

Ashworth College-Norcross, GA

2020 to 2021

Additional Information

Donations:

•Assist with buying needy families Christmas gifts for more than 10 years.

•Assist with buy children school supplies 6 years.

•Make donations for Hall County Human Society and Habersham County Animal Shelter, to prepay adoption fees for the community for four years

•Donate money or purchase groceries for members in the community

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